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ICMI Contact Center Expo

305: How the Great Resignation Is Allowing Companies to Pull Ahead


Wednesday, October 26, 2022 4:00 PM to 5:00 PM · 1 hr. (America/New_York)
St. Cloud AB



The Great Resignation is impacting the bottom line, putting customer retention at risk, challenging established cultures, shifting the competitive landscape, and threatening to upend the competitive advantage companies derived from their workforce. Analysts and investors, quite reasonably, are demanding to know what's being done to stem the outflow of employees, particularly in customer-facing positions. However, not all companies have been negatively impacted.

While many executives rightly fear they're in a downward spiral, many others are operating at levels higher than before the pandemic. In this session, Mark Miller, Ted Nardin, and Brian Kearney use results from recent research to reveal what the winners are doing differently to increase employee and customer loyalty.


Mark Miller - Practice Leader- Customer Service Advisory, Global Business Intelligence JD Power


Ted Nardin - Principal Consultant 5th Talent International


Brian Kearney - CMO 5th Talent International

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5th Talent International interviews contact center leaders from 76 companies from July 2021 to June 2022 to understand the state of the industry.  Many companies have lower employee turnover and better performance than before the pandemic.  What separates them from most companies is their proactive leadership to improve the employee experience, develop frontline leadership, and offer employees the flexibility they want.

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